Name: Nova
Rating: 1.07

“Again DO NOT BUY BREAKDOWN COVER. You have to pay £10 not to renew at the end of your term. When the policy was originally £25, that's 40% ridiculous!!”

Helpful Report

Posted 4 years ago

“I contacted Nova Direct in advance to let them know I would not be renewing my breakdown policy with them. I was then given a link to cancel the auto-renew. Online it stated I would have to pay £4.99 processing fee and a £4.99 contract cancel fee! I phoned again and was given spiel and still my policy was not cancelled. I intend to go further and report the company.”

Helpful Report

Posted 4 years ago

“I bought a gadget insurance with nova direct. Made a claim on the 9th of nov 2019 for loaa of my cell phone. I am writing this after more than 4 months and still the claim has not been settled. On the 13th of feb 2020 they called me saying that the claim will be settled for cash and the next day they would call me confirming the amount. Today is exactly a month after that and they still say that approval is pending. I have never come across such an inefficient service ever. Such a shame that I got this insurance just to save a few pounds and here I am..waiting since 4 months. Apart from that the customer service is bad..really bad. For claim inquiries they do not have phone numbers. You just have to chat, wait for a long time. And they say it is under process and they have more information than that”

Helpful Report

Posted 4 years ago

“Tried to change vans on my policy, they wanted £50 before looking at the new premiums, said I wanted to know the cost of insuring the new van, they wouldn't tell me unless I paid. Eventually got some one online to check for policies and promised to be back in 15mins with answer, never called back, cancelled the policy, payed a fee, then out of the blue, a debt collection agency called and mailed me with an outstanding debit of £284 not once did Nova contact me explaining that I owed this money and discuss payment, despite several phone calls, all I got was it was for cover?? I was paying in instalments of course I was already paying, just bullies and a rip off. Can't even find a complaints department!!! they would probably be very busy!”

Helpful Report

Posted 4 years ago

“Sitting on a duel carriage way broken down waited 2 hours 20 mins for a breakdown truck to come and recover me! No phone call to notify me of extended wait and so dangerous- will not be renewing this policy...”

Helpful Report

Posted 4 years ago

“Very bad company who do not follow their own policy.......STAY AWAY FROM THIS COMPANY DO NOT GET ANY KIND OF INSURANCE COVER”

Helpful Report

Posted 4 years ago

“The same issue as all the myriad of complainants detailed below. 1% of reviewers recommending the company speaks for itself. All the terms & conditions are carefully worded to exploit innocent members of the public and the auto-renew facility is buried in dubious grey print and rather than require customers active acceptance is the default condition. It is blatantly obvious that Nova exists to fleece customers with total disregard for their satisfaction. It is abundantly clear that a well rehearsed and prepared defence exists for anyone complaining and that Nova is relying on stealth and deception to make money. Avoid them like the plague. Quite how these people sleep at night defeats me.”

Helpful Report

Posted 4 years ago

“My breakdown insurance was due to expire and I did not wish to renew it. Unbelievingly they charged me £4.99 to opt out of a contract that had expired, Very odd. I have not heard of this practice before. You will see on the Trust Pilot review site that there are many five star reviews. However, the majority are from customers who have been asked to leave a review in return for free legal cover. In effect they leave a glowing review in return for only buying the policy and not actually using it. Have a look at the reviews from folk who have actually had to USE it and it will tell a different story. Many shocking tales of woe and disappointment.”

Helpful Report

Posted 4 years ago

“Outrageously bad. Spilt water on my laptop which says it is covered under my policy. BUT I took the laptop into apple to asses damage as it was urgent and then rang Nova. Because i did not ring Nova first they say i can not make a claim. They also say that they would want to use their own dealers and NOT an Apple dealer or recognised associate. This would void my Apple Care policy and apple warrantee. This is OUTRAGEOUSLY COWBOY. DO NOT USE FOR GADGET INSURANCE.”

Helpful Report

Posted 4 years ago

“Absolute disgrace of a company. THIS COMPANY CHARGE YOU JUST TO NOT AUTO RENEW. Thats right if you dont want to renew your policy they charge you £5. If you complain they just say they follow FCA rules and its in the terms and conditions. I've never known a company do this, i reckon this is only not banned because no one would think a company could be so unethical in charging something like this. To add to this they won't cancel over the phone they took nearly 1 week to send the cancellation email and by that time the renewal had already started so they want even more money to cancel now. All this to a 88 year old pensioner!”

Helpful Report

Posted 4 years ago

“took up the wowcher offer after phoning nova direct break down twice each time took over 30 mins plus to pick up had no paper work sent it via email i canceled the next day so in total had the policy 2 days policy phoned after 45 mins told to go via the refund service did all asked of me now 6 weeks later not a penny back asked wowcher to get involved they said its down to nova direct this is not good how do they get away with it ?”

Helpful Report

Posted 4 years ago

“This company are fraudsters and completely do not follow standard protocols set by the financial regulators! You are required to ask customers if they wish want to opt into or out of ‘auto renewal’ which 100% did not happen, they auto renewed our policy at a changed financial rate due to a request for support we had made the year prior but did Nova direct not assist us in any way at all, on attempt to cancel our pathetic useless and ridiculous policy they then stated that they offer no cooling off period at all (extremely poor professional conduct!) & you want us to pay a £4.99 service charge (Nova direct have given no service when asked or required they have been completely useless) and £4.99 cancellation charge of a policy I did not want in the first place. Not only did Nova direct not help when we actually required assistance but then tried to increase my policy fee because of it. Nova Direct are aiming to act like legalised theives but I will ensure I warn as many people as I can to avoid your company as possible! Please share and do NOT use this robbing thriving company!”

Helpful Report

Posted 4 years ago

“Terrible company, auto renewed my breakdown policy and said I received an email about auto renew. I did not receive this email the charming customer service agent informed me it was tough and I will not get £43 back. I can cancel the policy in 12 months and also need to pay a fee for this! Avoid this company at all costs now I am trying to get the money back through my bank and they can dream on if they think I'm paying £10 to cancel a policy in 12 months!”

Helpful Report

Posted 4 years ago

“Had to pay when I didn't want to renew the policy after it came to the end.. WHO DOES THAT??? Rip off merchants that's who..”

Helpful Report

Posted 4 years ago

“Read the terms very carefully. Weaseled out of paying for my broken screen through the insurance and then the added insult of having to pay £9.98 to stop the auto-renewal of the original policy! Absolute disgrace.”

Helpful Report

Posted 4 years ago

“car broke down. A recovery vehicle sent . No trouble at all.”

Helpful Report

Posted 4 years ago

“Wish I could leave 0 stars. Very poor customer service and they hide poor reviews and posts. The sign up is not very clear on the actual terms, it only covers new or manufacturer refurbished items - not re-sold items. This was found on trying to validate the insurance and NOT mentioned on the GoCompare website or the NOVA Direct pages prior to taking any payment. The item must be insured in the name on the purchase invoice and owned by that person, so no gifts or presents can be insured. Once you find this out you are locked in with £10 cancellation fee and no communications. Beware of these people and try elsewhere.”

Helpful Report

Posted 4 years ago

“So this company is really really bad.. If you're about to purchase a policy with this company and thought to search reviews first think yourself lucky you are reading this. Imagine you have broken down its raining you are on a motorway with cars flying past at high speed and you find out your calling a business that doesn't care. You will regret ever using these. All I can say is do not under any circumstances use these, pay a bit extra and go with a company that will treat you like a paying customer. I also fully recommend you read their T&C word for word because they will 100% use them against you with zero humanity. They also have admin charges for everything the common amount is £4.99. They also automatically set you up to auto renewal policy's if you don't want to renew its £4.99. You have been warned Their customer service people are terrible to talk to, I had to call them over and over to try and complain. I ended up with the so called owner of the business coming on the phone ranting like a lunatic at me, this business gives the impression its struggling if the owner cannot control his emotions and has to come on the phone in an emotional state to argue over £4.99. Take your business to a professional insurance/breakdown company.”

Helpful Report

Posted 4 years ago

“So this company is really really bad.. If you're about to purchase a policy with this company and thought to search reviews first think yourself lucky you are reading this. Imagine you have broken down its raining you are on a motorway with cars flying past at high speed and you find out your calling a business that doesn't care. You will regret ever using these. All I can say is do not under any circumstances use these, pay a bit extra and go with a company that will treat you like a paying customer. I also fully recommend you read their T&C word for word because they will 100% use them against you with zero humanity. They also have admin charges for everything the common amount is £4.99. They also automatically set you up to auto renewal policy's if you don't want to renew its £4.99. You have been warned Their customer service people are terrible to talk to, I had to call them over and over to try and complain. I ended up with the so called owner of the business coming on the phone ranting like a lunatic at me, this business gives the impression its struggling if the owner cannot control his emotions and has to come on the phone in an emotional state to argue over £4.99. Take your business to a professional insurance/breakdown company.”

Helpful Report

Posted 4 years ago

“Phoned when car didn't start, was told not allowed to claim in 1st month? (2 days short) sorted flat battery, and all ok for 3 weeks then issue with cutting out, was told as I'd already claimed!!!!! With non starter issues and had no evidence/ garage receipt of it being fixed ( flat battery charger?) I could not claim again for same 'electical' issue. Then told I'd already had 2 of my 6 claims within a twelve month period!! So I've four left, and had no help whatsoever. And stranded in middle of nowhere,,, just one big scam, will be reporting them!!”

Helpful Report

Posted 4 years ago


Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

Nova Reviews